Announcing Malwarebytes Support Tool

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We are excited to announce the general availability release of our newMalwarebytes Support Tool!

The Malwarebytes Support Tool is a multi-purpose troubleshooting and repair utility, designed to assist with issues related to Malwarebytes for Windows. Our goal with the Malwarebytes Support Tool is to provide a simple and stress-free approach to troubleshooting issues with Malwarebytes products. The Malwarebytes Support Tool can be used in two fashions: Guided or Advanced.

In Guided, you'll be offered self-help suggestions followed by an option to create a ticket with our support team (or update an existing ticket).

In Advanced, you'll be able to perform troubleshooting on your own and/or get help from our forums support team.

You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.

Place a checkmark next to Accept License Agreement and click Next

Click the Start Repair button

A prompt to reboot will appear. Ensure all open work is saved and click OK.

After the reboot, Malwarebytes Support Tool will automatically reopen and it will download and run the installer for the latest version of Malwarebytes for Windows.

Check if you are still experiencing an issue with your Malwarebytes for Windows software.

If the repair process has fixed the issue, you can exit the program by clicking the X on the top right corner.

If the issue has not been fixed, click the Get More Help button.

Click the drop-down box arrow and select the issue you're having with your Malwarebytes software or account.

View the contents of the box and click the link that best describes your issue. This will open a new page in your default Internet browser and display relevant material located on the Malwarebytes Support website.

If you still experiencing issues at this point, click the New Ticket button to get in contact with Malwarebytes Support.

Fill in the requested details and click the Submit button. All fields must be completed to proceed.

You will receive a confirmation email confirming your support ticket was successfully created. Malwarebytes Support will review the ticket and respond via email shortly.

Click the X on the top right cornerto close the Malwarebytes Support Tool.

You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.

Place a checkmark next to Accept License Agreement and click Next

Navigate to the Advanced tab

The Advanced page contains three options:

Gather Logs:Collects troubleshooting information from the computer using Check and Grab functionality. As part of this process, Farbar Recovery Scan Tool (FRST) is also run to perform a complete diagnosis of the computer. The troubleshooting information is saved to a file on the Desktop named mbst-grab-results.zip. This file can be added as an email attachment or uploaded to a forum post and will assist your Malwarebytes Support agent with troubleshooting the issue currently being experienced.

Clean:Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.

Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.

To provide logs for review click the Gather Logs button

Upon completion, click OK

A file named mbst-grab-results.zip will be saved to your Desktop

Please attach the file in your next reply.

To uninstall all Malwarebytes Products, click the Clean button.

Click the Yes button to proceed.

Save all your work and click OK when you are ready to reboot.

After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.

Select Yes to install Malwarebytes.

Malwarebytes for Windows will open once the installation completes successfully.